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Set Up Call Coaching

Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the windows before activation.

Required Editions

Available in: Lightning Experience
Available in Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions with Einstein Conversation Insights.
User Permissions Needed
To enable Einstein Conversation Insights: Customize Application, View Setup, Modify All Data

We recommend using out-of-the-box competencies for quick setup.

  1. From the Setup, in the Quick Find box, enter Call Coaching then select Call Coaching.
  2. Turn on Coaching Competencies.
  3. Under Set Up Coaching Competencies, select Manage.
    Coaching Competencies setup page
  4. Upon first enabling Coaching Competencies, you can select the template competencies that you want to track for your teams. Modify and activate these competencies. You can always edit them again later, or create custom competencies from scratch.
    Set Up Competencies window

    Use out-of-the-box competencies for quick setup.

  5. Return to the Coaching Competencies page anytime you want to create or edit competencies.
    You can have up to 8 active competencies.